Deputy Service Desk Lead

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Deputy Service Desk Lead to join our growing team. We are part of a dynamic and innovative team specializing in advanced technology solutions for government and commercial sectors. We are seeking a highly skilled and motivated candidate to join our team for onsite support in Arlington, Virginia. This position supports enterprise Service Desk operations within a federal customer environment and serves as the primary operational backup to the Service Desk Manager.

The Deputy Service Desk Lead supports the Service Desk Manager in the daily leadership, coordination, and execution of enterprise Service Desk operations supporting a federal customer environment. The Service Desk provides Tier 0 through Tier 2 end-user IT support and serves as a primary interface between customers and the broader IT support organization.

The Deputy Service Desk Lead provides direct operational leadership to Service Desk personnel and assists the Service Desk Manager with staffing, workload management, queue health, service quality, technician development, escalation management, and achievement of established service performance requirements. This position serves as the primary operational backup to the Service Desk Manager and assumes Service Desk leadership responsibilities in the Manager's absence.

• Support the Service Desk Manager in the daily execution and oversight of Tier 0 through Tier 2 Service Desk operations.
• Provide direct day-to-day leadership, guidance, and operational support to Service Desk personnel.
• Coordinate daily staffing, workload distribution, queue assignments, and operational coverage to ensure appropriate support is available based on customer and mission requirements.
• Monitor Service Desk ticket queues throughout the day, including ticket volume, aging, backlog, priority, assignment, response times, and resolution progress.
• Ensure effective ticket triage, troubleshooting, documentation, assignment, escalation, and resolution across Tier 0 through Tier 2 support functions.
• Provide technical and procedural guidance to Service Desk personnel and assist with complex incidents and service requests when additional support or escalation is required.
• Review escalations from Tier 0, Tier 1, and Tier 2 personnel to ensure appropriate troubleshooting and documentation have been completed before tickets are transferred to Tier 3 or specialized resolver groups.
• Coordinate escalations with Tier 3, engineering, infrastructure, cybersecurity, telecommunications, and other technical teams and track escalated issues through resolution.
• Assist the Service Desk Manager in monitoring performance against established SLAs, SLOs, KPIs, contractual requirements, and customer expectations.
• Identify emerging operational issues, ticket trends, staffing concerns, service degradation, and potential performance risks and elevate them to the Service Desk Manager as appropriate.
• Provide operational oversight of high-priority, aging, recurring, mission-impacting, or customer-sensitive incidents and ensure appropriate communication throughout the resolution process.
• Assist with technician coaching, mentoring, training, quality assurance, and professional development.
• Review ticket documentation and technician performance for quality, accuracy, completeness, customer communication, and compliance with established procedures.
• Support the development and maintenance of Service Desk standard operating procedures, knowledge articles, troubleshooting documentation, workflows, and escalation procedures.
• Promote knowledge sharing and shift-left opportunities that enable Service Desk personnel to resolve a greater percentage of incidents and requests within Tier 0 through Tier 2.
• Assist with onboarding and integration of new Service Desk personnel, including training, access coordination, operational orientation, and performance expectations.
• Support implementation of new technologies, service transitions, process changes, and continuous service improvement initiatives affecting Service Desk operations.
• Assist with preparation of Service Desk performance reports, operational metrics, ticket trend analyses, staffing information, and other management reporting.
• Maintain awareness of customer concerns and recurring service issues and work with the Service Desk Manager to identify appropriate corrective actions.
• Promote a professional, responsive, and…